How do you handle a difficult customer?
Theme: Customer Service Role: Sales Development Representative Function: Sales
Interview Question for Sales Development Representative: See sample answers, motivations & red flags for this common interview question. About Sales Development Representative: Generates and qualifies leads for the sales team. This role falls within the Sales function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Customer Service with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Understanding the customer's perspective: I start by actively listening to the customer's concerns and empathizing with their frustrations. This helps me understand their perspective and build rapport
- Maintaining a calm & professional demeanor: I remain composed and avoid taking the customer's behavior personally. I understand that their frustration is not directed towards me personally, but rather towards the situation
- Effective communication: I communicate clearly and patiently, using simple language to ensure the customer understands the information I provide. I avoid technical jargon and focus on finding common ground
- Problem-solving & finding solutions: I ask probing questions to identify the root cause of the customer's issue. Once I understand the problem, I propose viable solutions and work collaboratively with the customer to find the best resolution
- Managing expectations: I set realistic expectations with the customer regarding what can be done to address their concerns. If a solution cannot be provided immediately, I explain the steps and timeline involved in resolving their issue
- Escalating when necessary: If I am unable to resolve the customer's issue or if it requires further assistance, I escalate the matter to a supervisor or a more experienced colleague. I ensure that the customer is aware of the escalation process and provide them with updates
- Following up & ensuring customer satisfaction: After resolving the customer's issue, I follow up to ensure their satisfaction and address any additional concerns they may have. This helps in building long-term relationships and customer loyalty
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Conflict resolution skills: Assessing my ability to handle challenging situations and resolve conflicts with customers
- Customer service orientation: Evaluating my commitment to providing excellent customer service even in difficult situations
- Problem-solving skills: Determining my approach to identifying and addressing customer issues effectively
- Communication skills: Assessing my ability to communicate clearly and empathetically with difficult customers
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Lack of empathy: Not showing understanding or compassion towards the customer's concerns or frustrations
- Blaming the customer: Putting the blame solely on the customer without taking any responsibility for the situation
- Lack of problem-solving skills: Failing to provide specific examples of how you have successfully resolved difficult customer situations in the past
- Lack of patience: Displaying impatience or frustration when dealing with a difficult customer
- Inflexibility: Being unwilling to adapt or find alternative solutions to meet the customer's needs
- Poor communication skills: Struggling to effectively communicate with the customer and failing to listen actively to their concerns